Creating a solution entry

After you determine the root cause of a problem, you can create a solution entry. Typically, you might create a solution entry if you determine that the issue against the investigated CI is not a defect (that is, the CI is functioning as designed). In this scenario, a change request does not have to be issued for correcting the CI in question.

To create a solution entry

1. With the Solution Database form open, as described in Resolving-a-problem-investigation, complete the Solution Database entry as appropriate. A description of the various required fields is provided in the following table:

   Field	Explanation
   Summary	A brief summary of the solution
   View Access	Select one of the following choices: Internal — Users within your organization can see the entry Public — Everyone with access to Problem Management can see the entry, including users of the Requester console
   Details tab
   Abstract	A brief description of the root cause and the solution
   Solution	A detailed description of the solution
   Assignment tab
   Support Company	The support company to which the problem investigation was assigned
   Support Organization	The support organization to which the problem investigation was assigned
   Assigned Group	The support group to which the problem investigation was assigned
   Mappings tab
   Organization — Company	Select the client company from the menu. If the solution applies to all client companies, select Global.
   Location — Company	Select the client company from the menu. If the solution applies to all client companies, select Global.
   Date/System tab
   Submitter	Record the name of the person creating the Solution Database entry

2. Click Save.